Optimizing production efficiency and productivity

Service is one of the most important factors to consider in owning an instrument. To help you maximize the efficiency and productivity of your instrument for its entire production life cycle, we are proud to offer a wide selection of proactive, proven service solutions. We look forward to speaking with you to learn more about your specific needs.

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You’re covered in more ways than ever

Thermo Fisher Scientific Product Support Agreements (PSAs) help you maximize productivity, improve process efficiency, and obtain the highest rate of return from your investments. Our factory-certified engineers and genuine, high-quality components deliver measurable benefits:

  • Keep instruments in optimal operating condition
  • Optimize closed-loop process control for improved quality and efficiency
  • Ensure maximum uptime by preventing failures before they occur

The PSA typically includes elements such as:

Preventative Maintenance

Electro-mechanical components degrade over time. Our scheduled, on-site Preventative Maintenance (PM) services are designed to maximize the life of your analyzer and prevent problems from occurring. PM services will help sustain optimal operating conditions and can include the following:

  • Audit of each instrument included in the PSA
    • Review the accuracy of each instrument
    • Conduct stability tests of each instrument
    • Check health and condition of electro-mechanical components
    • Check computer software and configurations
    • Check instrument resolution and liquid nitrogen usage (if applicable)
  • Replace non-durable and worn or damaged parts where parts are included or available on-site
  • Identify durable components potentially needing replacement
  • Review spares usage; recommend ongoing stock levels
  • Take corrective action for any issues identified
  • Provide device inspection survey (if applicable)
  • Develop action plan to maximize accuracy and availability of each instrument
  • Train staff on basic maintenance tasks
  • Perform instrument safety checks
  • Back-up system software
  • Document and review results with key stakeholder

Access and Response service

Emergency breakdowns can occur despite all preventative efforts. Our Access and Response service diagnoses and resolves issues as quickly as possible. Access and Response service typically includes:

  • Remote technical support. Our highly trained technical support staff is available 24x7 by phone and by remote broadband connection into the instrument.
  • Field service engineering team. Our factory trained and certified field service engineering staff provides backup to the technical support team with specific site knowledge. They are available for on-site dispatch to resolve issues as required. 
  • Application engineering team. Our knowledgeable and experienced application engineering staff is available for both remote and on-site support for situations involving more complex measurement, software, or other control issues. They also assist in process optimization services.
  • Field service management team. The field service management team supports the field service team if any escalation is required.
  • Research and development team. Our global R&D teams are always available to assist the technical support and field service staff with very complex issues, or to assist with design enhancements.
     

Recovery and Assistance

Most reported issues can be diagnosed and resolved remotely by our team of technical support engineers. If our staff determines that on-site intervention is necessary, our field service or application engineers are ready to be dispatched as soon as possible. Priority will be given to PSA customers. Including Emergency Recovery and Assistance with the PSA means there are no additional charges for emergency visits and no delays to create a quote or a purchase order.


System audit visits and remote accuracy check

System audit visits are on-site services provided by a highly knowledgeable application engineer (AE) who will work with your staff to conduct a detailed system performance analysis, creates a plan for process optimization, and takes any corrective or adaptive actions as necessary to achieve the best measurement accuracy. If included in the scope of supply, our AE will also assess and fine tune any closed-loop control as appropriate. The system audit service should be conducted least once per annum for maximum benefits.

Between the system audit visits, our remote accuracy check can help you sustain an optimal performance level by providing needed visibility into the process. Our service team will work with you to gather the necessary data from the instrument and the corresponding data from your lab. Our engineers will analyze the data and schedule a follow-up call with you review the results, recommend adjustments, and address any other concerns or questions you may have in regard to the instruments.

Please contact us for additional details on how we can help you maximize the benefits of your equipment.

Process optimization

Process conditions will change as the equipment ages and it will affect the quality and efficiency of your operations. Thermo Fisher Scientific provides a number of high impact and cost-effective services such as measurement calibration, control tuning, remote accuracy check, and complete process audits. We will work with you to make recommendations and create a plan for process optimization.

Contact us to learn more about how these optimization services can help to maximize your productivity and efficiency.

Spare parts

Our spare parts are designed specifically for your Thermo Scientific™ system. We maintain large inventories at facilities around the world so that we can quickly respond to phone and online requests for replacement parts. We also recommend you store certain parts locally for emergency situations and critical operations where downtime is costly.

Contact us for a recommendation that fits your needs, or if you need help to obtain other parts.

  CB-Omni Recommended Spare Parts List

  MEP-300 Recommended Spare Parts List

Discontinued products

Products reach the end of their production life cycle for a variety of reasons, including parts obsolescence, technological innovation, or because it is no longer technically feasible to produce the product. As part of our commitment to our customers, we continue to support many discontinued products for years after last production.

To find out the current support status for a discontinued product or its recommended replacement, download the Discontinued Product List.

    Discontinued Product List

Technical support

Our highly knowledgeable technical support team is your first line of defense when the need arises. Factory trained and certified technical support personnel are available from offices around the globe by phone and by remote broadband connection to the instrument to diagnose and resolve issues quickly. 

  Technical Support Global Contacts

Training

Proper training is essential to maximizing the benefits of your instrument. Whether the equipment is newly installed or has been in place for some time, there are comprehensive training programs available to fit your specific need. You can receive hands-on instruction in your plant, or one-on-one instruction at our training facilities. Courses typically cover topics like basic operation, theory, calibration, and routine user-level maintenance, but can include circuit board level troubleshooting and certification if required.

Contact us to get the most up-to-date factory training schedule or to learn more about the training courses that we provide.

Available Training Courses:

Basic Operations and Maintenance Training

This module teaches your on-site staff the skills they need to complete all regular maintenance and operations tasks required to ensure the optimal performance of your Thermo Fisher Scientific product. This course is delivered to up to six staff members during the commissioning of the equipment and can be repeated at any time as part of a PSA, or through ordering a T&M visit. The  course duration is approximately three days per product.

Advanced Accuracy Training

This module teaches your on-site process engineers, scientists, or metallurgists how to achieve the best possible accuracy from your Thermo Fisher Scientific analyzers. In this module, we look at the elements of your products, processes, and plant that impact the accuracy of the product. This course is delivered over two separate, multi-day site visits approximately three months apart, and accommodates six attendees. This module is recommended for customers who have the resource capacity to take on this work load directly and need to maximize the accuracy of their analyzers in order to improve recovery. This module is included in our Minerals Platinum PSA package and is available to purchase at a discount in all other packages.

You’re covered in more ways than ever

Thermo Fisher Scientific Product Support Agreements (PSAs) help you maximize productivity, improve process efficiency, and obtain the highest rate of return from your investments. Our factory-certified engineers and genuine, high-quality components deliver measurable benefits:

  • Keep instruments in optimal operating condition
  • Optimize closed-loop process control for improved quality and efficiency
  • Ensure maximum uptime by preventing failures before they occur

The PSA typically includes elements such as:

Preventative Maintenance

Electro-mechanical components degrade over time. Our scheduled, on-site Preventative Maintenance (PM) services are designed to maximize the life of your analyzer and prevent problems from occurring. PM services will help sustain optimal operating conditions and can include the following:

  • Audit of each instrument included in the PSA
    • Review the accuracy of each instrument
    • Conduct stability tests of each instrument
    • Check health and condition of electro-mechanical components
    • Check computer software and configurations
    • Check instrument resolution and liquid nitrogen usage (if applicable)
  • Replace non-durable and worn or damaged parts where parts are included or available on-site
  • Identify durable components potentially needing replacement
  • Review spares usage; recommend ongoing stock levels
  • Take corrective action for any issues identified
  • Provide device inspection survey (if applicable)
  • Develop action plan to maximize accuracy and availability of each instrument
  • Train staff on basic maintenance tasks
  • Perform instrument safety checks
  • Back-up system software
  • Document and review results with key stakeholder

Access and Response service

Emergency breakdowns can occur despite all preventative efforts. Our Access and Response service diagnoses and resolves issues as quickly as possible. Access and Response service typically includes:

  • Remote technical support. Our highly trained technical support staff is available 24x7 by phone and by remote broadband connection into the instrument.
  • Field service engineering team. Our factory trained and certified field service engineering staff provides backup to the technical support team with specific site knowledge. They are available for on-site dispatch to resolve issues as required. 
  • Application engineering team. Our knowledgeable and experienced application engineering staff is available for both remote and on-site support for situations involving more complex measurement, software, or other control issues. They also assist in process optimization services.
  • Field service management team. The field service management team supports the field service team if any escalation is required.
  • Research and development team. Our global R&D teams are always available to assist the technical support and field service staff with very complex issues, or to assist with design enhancements.
     

Recovery and Assistance

Most reported issues can be diagnosed and resolved remotely by our team of technical support engineers. If our staff determines that on-site intervention is necessary, our field service or application engineers are ready to be dispatched as soon as possible. Priority will be given to PSA customers. Including Emergency Recovery and Assistance with the PSA means there are no additional charges for emergency visits and no delays to create a quote or a purchase order.


System audit visits and remote accuracy check

System audit visits are on-site services provided by a highly knowledgeable application engineer (AE) who will work with your staff to conduct a detailed system performance analysis, creates a plan for process optimization, and takes any corrective or adaptive actions as necessary to achieve the best measurement accuracy. If included in the scope of supply, our AE will also assess and fine tune any closed-loop control as appropriate. The system audit service should be conducted least once per annum for maximum benefits.

Between the system audit visits, our remote accuracy check can help you sustain an optimal performance level by providing needed visibility into the process. Our service team will work with you to gather the necessary data from the instrument and the corresponding data from your lab. Our engineers will analyze the data and schedule a follow-up call with you review the results, recommend adjustments, and address any other concerns or questions you may have in regard to the instruments.

Please contact us for additional details on how we can help you maximize the benefits of your equipment.

Process optimization

Process conditions will change as the equipment ages and it will affect the quality and efficiency of your operations. Thermo Fisher Scientific provides a number of high impact and cost-effective services such as measurement calibration, control tuning, remote accuracy check, and complete process audits. We will work with you to make recommendations and create a plan for process optimization.

Contact us to learn more about how these optimization services can help to maximize your productivity and efficiency.

Spare parts

Our spare parts are designed specifically for your Thermo Scientific™ system. We maintain large inventories at facilities around the world so that we can quickly respond to phone and online requests for replacement parts. We also recommend you store certain parts locally for emergency situations and critical operations where downtime is costly.

Contact us for a recommendation that fits your needs, or if you need help to obtain other parts.

  CB-Omni Recommended Spare Parts List

  MEP-300 Recommended Spare Parts List

Discontinued products

Products reach the end of their production life cycle for a variety of reasons, including parts obsolescence, technological innovation, or because it is no longer technically feasible to produce the product. As part of our commitment to our customers, we continue to support many discontinued products for years after last production.

To find out the current support status for a discontinued product or its recommended replacement, download the Discontinued Product List.

    Discontinued Product List

Technical support

Our highly knowledgeable technical support team is your first line of defense when the need arises. Factory trained and certified technical support personnel are available from offices around the globe by phone and by remote broadband connection to the instrument to diagnose and resolve issues quickly. 

  Technical Support Global Contacts

Training

Proper training is essential to maximizing the benefits of your instrument. Whether the equipment is newly installed or has been in place for some time, there are comprehensive training programs available to fit your specific need. You can receive hands-on instruction in your plant, or one-on-one instruction at our training facilities. Courses typically cover topics like basic operation, theory, calibration, and routine user-level maintenance, but can include circuit board level troubleshooting and certification if required.

Contact us to get the most up-to-date factory training schedule or to learn more about the training courses that we provide.

Available Training Courses:

Basic Operations and Maintenance Training

This module teaches your on-site staff the skills they need to complete all regular maintenance and operations tasks required to ensure the optimal performance of your Thermo Fisher Scientific product. This course is delivered to up to six staff members during the commissioning of the equipment and can be repeated at any time as part of a PSA, or through ordering a T&M visit. The  course duration is approximately three days per product.

Advanced Accuracy Training

This module teaches your on-site process engineers, scientists, or metallurgists how to achieve the best possible accuracy from your Thermo Fisher Scientific analyzers. In this module, we look at the elements of your products, processes, and plant that impact the accuracy of the product. This course is delivered over two separate, multi-day site visits approximately three months apart, and accommodates six attendees. This module is recommended for customers who have the resource capacity to take on this work load directly and need to maximize the accuracy of their analyzers in order to improve recovery. This module is included in our Minerals Platinum PSA package and is available to purchase at a discount in all other packages.